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| title | Reviewing and Manual Scoring |
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To review a recorded interaction or perform manual scoring, manually score an interaction, double-click the interaction that you want to review. | Info |
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- Depending on the User Role configurations, there are certain limitations in to scoring interactions. To configure these settings, navigate to the Configure tab. Click System > Roles. From the list of roles, double-click on the role you want to modify. Click the Speech IQ Scoring tab and make the necessary changes in the fields displayed:
- Share Interaction Review via email – Enables you to send evaluations or interactions using email.
- Share Interaction Review via URL – Enables you to generate a shareable interaction URL.
- Rescore Auto scorecards – Enables you to delete an auto scorecard.
- Score New Interactions Only – Enables you to score new interactions, but restricts you from deleting or rescoring other existing interactions.
- Download QM Recording – Enables you to export Quality Management Recordings.
- You can configure a custom role that enables anonymous scoring. This means agents or other users cannot see who scored a particular interaction. This is applicable also applies to comments that might be added to interactions as well. If a custom role is enabled with the the Hide Assessor of Evaluation option, the agents or users can see the comments while the assessor's identity is hidden. The assessor's name is displayed as Username Hidden.
To set the access permissions for a custom role, navigate to the Configure tab. Click System > Roles. From the list of roles, double-click on the role you want to modify. Click the Speech IQ Scoring tab and set the permission using the Hide Assessor of Evaluation field.
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Interaction Review
The Interaction Review screen provides comprehensive details related to the interaction such as the transcript and evaluation information. It also enables you to leave comments for other assessors, arbitrators, managers, and agents and contribute the evaluation to the e-learning library, which serves as a resource for training and quality management purposes.
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